Amazon picks up RTIH Most Innovative Retailer award
Amazon has emerged triumphant in the Most Innovative Retailer (Rest of World) category at the 2020 RTIH Innovation Awards, sponsored by PMC.
The award sits alongside the Most Innovative Retail (UK) category.
Amazon impressed our judging panel as it adapted strongly to the challenges posed during the Covid-19 pandemic.
Its existing infrastructure meant it was able to cope with the spike in demand and continue to grow its business.
Moreover, the cleverly timed Prime Day allowed it to own the beginning of the peak discounting period, contributing to the creation of a 10-week ‘Mega-Peak’.
On the tech front, meanwhile, Amazon had another busy year, with highlights including the introduction of Amazon One, which enables people to use their palm for the likes of paying at a store, presenting a loyalty card, entering stadiums, or badging into work.
Judges’ comments
Gerald Dawson, Finance Director, Forthglade Foods, said: “The sheer range of Amazon innovations is breath-taking, and cover every aspect of retail, from frictionless retail and last mile delivery through to AI. The Amazon Fresh store, with ‘intelligent’ cart, is a huge development.”
Nadine Neatrour, Chief Customer Officer, ByTerry, observed that Most Innovative Retailer (Rest of World) was a really tough category, also including, as it does, Alibaba Group, Carrefour, Coop Sverige, H&M, Kroger and Walmart.
“But when reflecting on true innovation it is hard not to select Amazon,” she commented. “They are giants with deep pockets for innovation that serves purpose and reaches scale.”
“Love it or hate it, it’s a leader in this category. Alibaba by comparison is interesting but seems more about investment and acquisition than true innovation.”
Sophie Baron, Founder, Mamamade, praised “the leaders in innovation…They’ve received a lot of criticism taking away from small retailers, but you can’t take away from Amazon how forward thinking they are and what they are building.”
Finally, Sharon Peters, Head Of Technology - Marks and Spencer, HR, Finance, Corporate Services and M&S Bank, stated: “There is no doubt that pretty much everyone uses Amazon and this was a life saver for most people during the Covid-19 crisis.”
“My one issue is not all people like Amazon but I am so amazed by the consistent reinvention of the customer journey that there is no option other than to be wowed.”
“It is more that just throwing investment, but really driving value to the customer journey but eliminating friction or frustration.”